ComplaintsforNeRD

• Initial Complaint

  08/19/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In February 2024, NerdPower reached out to me with a program they were offering which involved ***airing my roof and installing Solar Panels. I provided him with one year's worth of utility payments from SRP to continue the discussion. The ***resentative told me that NerdPower could use my history of utility payments to calculate the average cost every month, add $50 to this amount (which came to about $380 per month), and that this new payment amount would REPLACE my utility bills every month. The *** told me that they are able to do this because the utility cost savings from having the solar panels offsets the loan payments for the panels.When I questioned the ***resentative about the total cost of the solar panels, he kept referring to the monthly payment and would not provide me with how much the panels would actually cost. To understand how the math and payments worked, I asked him, "if a portion of my utility bills would be going to the panels, then how much would that be?" I clarified by giving an example, "does that mean that around $100 out of the $380 would go to the panels, making the total cost (with interest) to be about $35,000 - $40,000?" And the ***resentative said YES.I asked him again if this new payment amount would ***lace my current bill, and if there were any additional fees or expenses. He assured me that it would and that there were no other expenses.Now I've received a notice from an entirely different company informing me that I have to ***ay the loan on these Solar Panels. The total loan amount is $75,000, and these payments are NOT part of my utility bill, meaning I have an additional $334 payment each month.The ***resentative LIED to me about the cost of the panels being integrated into and ***lacing my utility bill; he LIED to me about there not being any additional costs; and he LIED to me about the total cost of the panels. He even LIED to me about how much my utility bills would be (they're $50 more than I was quoted).

  

  Business response

  08/22/2024

  We understand your frustration and would like to respond to your concerns with some additional information to help you better understand this transaction.  First, regarding your electric utility usage, we have a very sophisticated energy modeling system, but it is impossible to be 100% accurate with energy consumption estimates.  Minor changes, like your thermostat settings or having a guest in your home can have major impacts on your utility usage.  We do our best to estimate usage based on known variables, but ultimately your behavior is a variable we can't control. 

  Regarding the cost of the solar system and the "entirely different company" you referenced, can be easily explained. Both the monthly payment and the total price were provided to you in the proposal, but it is usually easier for customers to understand a monthly payment which is most likely why the *** focused on that.  The price of the solar system that was quoted in the ~$40k range was correct as a cash price. However, you chose to finance the purchase. The solar finance companies are the entirely different companies that act as the bank to provided loans for solar. They charge fees on top of the interest rate that do not go to us, those fees go to those banks. Those fees are then rolled into the total loan cost to avoid out of pocket costs for you.  Those fees inflated the cost from the cash price that the *** discussed with you. But again, to be clear, this is not a lease and so we do not own your system nor are we the bank that loaned you the money to buy it.  We are just the contractor that ***airs roofs and installs solar.

  Customer response

  08/22/2024

  I understand that it's impossible to predict with 100% certainty what a utility bill would be due to energy consumption, but there hasn't been any changes to energy usage at the home, so I used the higher monthly utility bills as an example of how your company has been intentionally misleading.

  You say you are just the contractor that repairs the roofs and installs solar, but the fact is that when you entered into an agreement with me, you acted as the middle man in this transaction.  And the information provided to me by your representative was intentionally deceptive.  I noticed you didn't mention anything about how your representative told me the loan payments would be included and REPLACE my utility bill, when in fact that was a lie and I have an entirely different loan payment which effectively doubles my utility payments each month.  You also say that the $40k range was correct, and the only reason it's higher is because of the fees and interest.  But my loan amount is $75,000 AND I'm paying the interest as well so the final cost of the panels will be MUCH higher by the time it's paid off. So according to you the company financing the solar panels is adding $35,000 to the loan and nearly doubling the original amount?  This information should have been provided to me by your representative and by omitting it he was misleading me as to the total cost of the panels.

  The fact of the matter is that your representative - and by extension your company - intentionally deceived me multiple times when setting me up in your program.

  

  Business response

  08/25/2024

  We are not intentionally lying or misleading you or any of our customers.  We acquired a roofing contractor (Pro-Tec) earlier this year. You signed a Pro-Tec contract for the roofing work to be completed and a Nerd agreement for the solar work - both fall under the Nerd umbrella.  We did the work we were contracted to complete. GoodLeap financed your solar loan.  Their fee was 50%+. You signed an agreement directly with them that disclosed all of the relevant finance details.  We used a Public Adjuster (Adjust Pro Solutions) who worked on your behalf on your roof insurance claim. You signed a separate agreement with them as well.
  Our representatives are trained to be very clear about the difference between a finance payment and a utility payment and we never train them to say the loan payment will replace a utility payment.  I can understand how you may have misunderstood that, since we do discuss the concept of your investment in solar replacing some of the money you would have spent on your utility payments. But, if you are connected to the grid, there will always be a fee for that from the utility company plus any cost for energy purchased from the utility.  How would a loan payment for solar replace that?  I am genuinely interested to know why you would think that is even a possibility.  I know you believe that is what the representative told you, but I have heard from other customers he has signed and I have not heard the same complaint.  I would never defend him if that were the case - if he were lying to customers, it would be cause for immediate termination.  We do not tolerate that behavior. We train our **** to make sure customers understand that solar is a long term investment - once your loan is paid off, the energy you are getting from your solar system is no longer attached to a loan payment and is essentially free from that point forward and will offset any utility payments you would have made for that same amount of energy.

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Sept 2023, AdjustPro Solutions knocked my door offering fix my roof. They contacted my insurance company and filed the claim. They received the checks for the claim in Oct 2023. In Jan 2024 a rep showed up and said that the insurance only covers basic materials. I paid aprox 4K to upgrade the materials. He said the restoration company, NerdPower would be able to finish the job in 1 month. Not true. I called in March and April, and they didnt have a date for my project to be completed. I requested NerdPower contact information. I spoke to ****** and he told me they should start the job on May 3. He advised that if there were any pieces that needed to be replaced, I would be contacted to approve the removal and the cost. Nobody showed up on the May the 3. I called and was told that ****** was no longer there but the roofing crew would be there on May 6th. They showed up and started removing the old pieces. Some pieces of the fascia were damaged. They tried to replace them with interior crown molding. It looked totally different. Besides, it wont last. They removed the entire fascia without my knowledge or approval. Later, NerdPower called me and said that I had to pay around 6K to replace it or I could have it fixed out of my packet. I said that my approval was never requested of given to remove it, therefore, they had to fix it or reimburse if I hire someone to do it. On 5/14/24 I received a text saying that the roof would be finished as soon as the roofing crew were able to add my project on to the schedule and that I should have an answer on 5/15/2024. On May 16th it rained and they sent someone to finish the roof. On July the 6th, I received a certified letter. It is a pre-lien notice. I called and spoke to *********************. She explained that I need to pay the $5,700 or a lien will be placed against my property. I need some advice as what to do to avoid this injustice and would like to prevent other people from being taken advantage of.

  

  Business response

  07/10/2024

  Hello, while there were scheduling delays with our subcontractor, the main issue here is the fascia replacement that was required. We have photos of the roof prior to commencing work that show that the interior molding was already in place and rotting when we arrived - we did not install it as the customer claimed.  We could not leave the previous crown molding fascia in place during the install because it presented a serious potential for leaks into the home.  We removed the fascia and replaced it with the most cost-effective option available per the customer's request.  The amount due covers the out of pocket expense for that additional wood work that was not covered by the customer's insurance policy.

  Customer response

  07/15/2024

  The response for the business is absolutely false.  Besides, I never approved to replace the fascia.  They were supposed to give me the cost estimate before removing it.  I would be my decision to replace it or not regardless of the condition.   My approval was never requested.  Now, it is not only the cost of the materials that is in question.  This situation is causing me a lot stress and anxiety whit is interfering with my job and daily activities.  I would like this issue to be resolved as soon as possible to avoid further damage to my mental health.  The cost of  unnecessary and unauthorized materials need to be  waived immediately.

  Thank You,

  *********************************

  ************

   

  

  Business response

  07/16/2024

  Hello *******, I am sorry to hear that you are feeling stressed.  These situations also cause me stress.  This is not the platform to discuss or identify resolutions. If you would like to call into the office, we would be happy to discuss this further.

  Customer response

  07/24/2024

  According to he second business response, they are asking to call them to discuss the issue.  No contact information is provided. They can call me at ************ or provide their contact information immediately.

• Initial Complaint

  05/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am very disappointed with the company. I was visited back in the beginning of April for roofing sevices, time was taken to set up costs, coverage, and roof was inspected. Til this date they have collected money from the insurance itself as well as money that came out of pocket from me. They have recieved over ***** and have yet to give a roof install date. I wasnt given a call for what the delay may be. After waiting long and being patient i reached out , at which point i was told that there had been a change in contractors and that i would be contacted 2 weeks out at most Its now been past 2 weeks and I've had to reach out to them and now I have been unable to get someone to speak with. The sales person ********************* has failed to keep in touch with me even though i was told this situation has been escalated to upper management. Their lack of follow up and communication has me feeling like we were scammed. I'm out money, time and still no roof update. I would never recommmend them to anyone and would like to hear back from them as soon as possible to get my money back and find someone who can actually complete the job. I'm currently in a finance plan with then and having to make payments on a service i have yet to receive.

  

  Business response

  05/30/2024

  The sales rep met with the ******* family on 4/9, but the contract was not signed by the customer until 4/18.  We called that day on a recorded line and ******** requested to cancel.  ********************* got in touch with ******** and they decided a new financing option and a new agreement was sent and signed on 4/23.  Since this project involves an insurance claim and the funding for the claim is running through the mortgage company, there is currently a hold on the account until the mortgage company agrees to release funding to us.  We would be happy to answer any questions they may have. We will reach out to you soon to discuss.

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March 7, 2024 *************************** Nerd Powers field rep came to my home and explained all their packages very articulately and diligently to me enough to were at the end of our conversation i chose to go with their solar package that would allow me to get my car port whole roof and back patio cover to be totally redone. My insurance has already paid them $7000 plus at this point to begin the reroofing. At the same dinner table I'm writing this complaint from ****** had me sign everything and he called into Nerd Power and scheduled me for March 22, 2024 for my roof to be redone. He asked if this date was ok i said its my brothers Bday i have plans to go out of town and celebrate with him but i canceled because this is priority in life! March 22nd rolls around and Nerd Power is a no call no show! I have to call in and get answers for myself! I reached out to ****** and he let me know it was pushed back for what reason he couldnt tell me thats not his department but he got me that info. From March 22nd until April 18th or 19th i called Nerd Power every day some times twice a day to get answers about why i got pushed back why my roof isn't done and when is it going to get done! For a month straight Nerd Power had terrible communication and customer service skills when it came to keeping me In the loop about my roof and what is taking so long to just be put back on the schedule to get my roof done! So April 18th or 19th i was told i was scheduled for April 24th witch is today. Once again no call no show for the second time i was told my roof would be getting done by Nerd Power! What makes today even worse is i have an 11 year old son named ******* that is on the spectrum! Today was his special olympics that i explained to him i had to miss because our roof was getting done because its out of town and I'm a stay at home dad with an 8 month old and a 3 year old no way i could get them ready and make it! Not only is Nerd Power making me a liar i wont be able to support my son

  

  Business response

  04/25/2024

  03/07 - ***************************** sold the roof and got a signed contract/ build date scheduled with project ops via text from *******. We forwarded the date to be added to the calendar by our scheduler the same day and unfortunately it was missed and not added.
  
  03/22 - Original scheduled build date was missed due to not being entered in calendar. We spoke to the client that day and informed him that we were unable to give him a date until the roofing subcontractor's availability was made known to us.
  
  04/014, 04/08, 04/10, 04/11, 04/12, 04/16 - We spoke to the client on each of these dates and reiterated the same thing - that our roofers did not have any current Yuma availability, but his account was our top priority and that as soon as we got an open spot from the roofer, he would be getting it.
  
  04/18 - We spoke to the client and got him rescheduled for 4/24/24 and material delivery on 4/23. The client also expressed the desire to change his roof color and we sent him multiple different options and talked him through that as well.
  
  04/19 - We confirmed that he still wanted to change the shingle color and then had another agent reach out to him to get the color form resigned. During their call together, he decided against switching his shingle color.
  
  04/23 - An agent spoke with the client about the time frame for material delivery. Materials were delivered as scheduled.
  
  04/24 - We spoke to the client because the roofers did not show on the scheduled date. He was very upset. He requested a call from the sales manager in order to get a reduction in the project price. 
  We have no incentive to delay this project and are just as frustrated with our subcontractor as the client -  we have paid for the materials sitting on his roof. The plan moving forward is to get a new subcontractor to go out and get his roof done ASAP.
  

• Initial Complaint

  02/20/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  0n January 11, ****, I paid $200 to this business, NerdPower to transfer solar account ownership from the former residential home owner to my name for warranty purposes. I am suppose to receive follow up regarding setting up an account portal and solar monitoring tracking to monitor our solar generation. I cannot get anyone from the company to ************* phone calls, return voicemails, or return emails. I have made several attempts via email and phone within the last 4 weeks.

  

  Business response

  02/21/2024

  Hello, we are in communication with ***** and will take care of this issue directly with her.

  Customer response

  02/21/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  The business, NerdPower, has kindly and promptly followed through with a response directly to me.  l consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were approached by nerd power sales people in our neighborhood. We agree to a project. We took their advice, and purchased 2 new ac units, insulation, and upgraded out thermostats. That project took about 4 mts to start and 6 months to complete. Since then out bull has gone up on top of now we have bill for the products we purchased. We are unable to reach anyone to help us find the answers to our questions. We can't not get anyone on the phone unless it's to buy new solar. I've called the company and used prompts 1-4 , and none of them send you to a live person only a voice-mail that nobody listes to return the call. The only live person is a fir a new system.

  

  Business response

  10/25/2023

  Hello, we are in contact with ***** regarding this complaint and are working on a resolution directly with him.

• Initial Complaint

  04/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  November 2021 we stumbled upon a ************* named Nerdpower. We were interested since we currently had Solar with Sunrun but we were hearing some people have no electric bill and are getting credits each month because of solar. When I was still paying between $100-$200 during summer months and between $50-$100 during winter months. He talked us into moving forward with getting more panels and our electric bill will almost be non existent. In January 2022, we tried to back out since we were in talks about moving. Our sales person said we couldn't and said we had to move forward or we would be charged a cancellation fee. June 2022 after months of not having the right forms submitted for permits Nerdpower finally came out to install the panels. During install all power had to be shut off. They also had to remove our meter we had with ******. Since then our Sunrun has been showing that it is not producing causing our electric bill to be ridiculously high during summer months. It has been 10 months since install and the meter issue has not been resolved and my electric bills continue to be high. I should not be paying close to $200 a month during winter months when previous years were under $100. So along with having to pay a monthly bill for lease I am also paying double in electricity. So with more panels I am obviously not saving like I was promised or told. We are now in April of 2023 and needing to put our house on the market since we will be moving. However, we still have this issue. I have been constantly trying to reach out to both companies to get this resolved. This has been such a headache the past year. Attaching what our bills have looked like since we added more solar which is more then I have ever paid. I would like the company to make this right. Fix the issue and compensate us for the inconvienance this has caused over the last 10 months.

• Initial Complaint

  01/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Nerd Power installed a solar system at our residence over a year ago now but from the beginning, we had several issues that have escalated to a major problem and we were even told by the district manager of ****** that the situation was in fact dangerous. The current situation is that our solar battery that was installed over a year ago has never worked properly and when I brought the issue to nerdpowers attention a few weeks after install, I was told that I was wrong and that the battery was working, yet my app that tracks the progress and performance of the battery was showing that the battery was never charging. This September 7th of 2022, I went in person to the ****** office and after showing the manager *********************** my battery tracking app that was provided by nerdpower, ****** then admitted that the battery was faulty and a "fire hazard". ****** told my spouse and I to remove anything flammable from within 3ft of the battery and then he proceeded to email corporate about our situation, in our presence. It is now 4 months later(January 2023) and despite me calling several times in September, October, November and December... I hand received very minimal updates but mostly been given the run around and even had a tech that was supposed to come fix the battery, "no show" on us back in September of 2022. I've emailed the manager back in October 2022 and never received a response. I've spoken to customer service several times as well and get the run around. After reaching out to the electric Co. TEP in October of 2022 and confirming that the battery isn't even required, I called NP customer service back and told them to come remove it because I don't want something that is faulty and in NP's own words, "dangerous " and "flammable/combustible" in my home(it's installed in my garage). That was in October ************************************************************************************ even fix the battery. They are no longer even returning my calls.

  

  Business response

  01/12/2023

  Thank you for bringing this to our attention. We have been in communication with you when this issue was reported. We have spoken with TEP and your location by their ordinance requires a battery due the area being "high saturation site". Right now there have been no updates to provide as of recent as we have submitted the necessary permits to resolve your issue and are currently waiting on the utility for us to proceed. We do apologize however there are a number of factors and hoops we have to jump through and the resolution you are requesting is not as simple as coming out and fulfilling on it. We can reassure you that the battery is not dangerous. Whoever is stating this to you is incorrect and ignorant. The city passed your inspection when the system was installed and there is no way on this good Earth that they would allow any such equipment to be installed on a home that would compromise safety. We can understand you being unhappy with the performance but a veiled comment on questioning the safety of the product in an attempt to void your contract will bring no result. We strongly encourage you to review you installation agreement. In the meantime we are working tirelessly to resolve this issue with the battery storage. Updates will be provided as they are received. As stated earlier our hands are tied as we are awaiting a response from TEP.

• Initial Complaint

  09/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is not holding up their warranty for their products. They stated during the initial sales pitch that if we ever had any issues with their product that the solar panels had a life time warranty. Which in theory sounds great. The problem with this is that we as the customer can never get a hold of a customer service rep to address any issues when you call the ***** number the recording gives you the option to hold for a CSR but the phone dialer automatically sends you to voice mail so you are at the mercy of waiting and being available for someone to call you back at their convenience. The several attempts to leave a voice mail are in vain because the person calling you back doesn't address any of the issues left in the voicemail. So as a customer my issues are 1. never being addressed, and it is a valid issue as to the functionality of their product as we are being charged for power that our solar panels are supposedly creating, but somehow the power company has no record of such deposit into their system to then in turn give us the credit for the extra power we are contributing into the their system. I would like to correct and address this issue but I am not able to contact Nerd Power to address any issues. Last month and this current monthly electricity bill is about $100, it was stated by the Nerd Power sales person we would not have a bill over $20 or $30 dollars.

  

  Business response

  09/13/2022

  To whom it may concern,

  We appreciate you bring this complaint to our attention. Based upon the agreement that the customer Belen has with ******************** Energy the manufacturer warranty is for 25 years. We train and ensure that our representatives to not misrepresent that fact. There may have been a miss understanding but we do want to reiterate and state clearly that the manufacturer warranty on the customers system is for 25 years. To address the issue of not receiving correspondence from Nerd Power Support. We were able to review the interactions with this customer, we reviewed their account history as well as all of our call recordings. The last time Belen contact Nerd Power Energy was August 9th of 2022. Belen had requested information on their AC unit upgrade. That information was provided and ***** had indicated that she was satisfied with the service rendered. We do see that a 3rd party who is not the account owner has called September 9th and 12th of 2022. Both of these calls were placed outside operating hours. The following business day representatives of Nerd Power did call out to this 3rd party (9/11 and 9/13) both of these calls went unanswered. Nerd Power has done everything within our power to answer and resolve the issues that ***** has presented. This 3rd party who has been calling in, it is unknown to Nerd Power if they are a legal representative of the account holder, if they have POA that allows them to handle the account holders account. We have on good faith returned their calls but they have gone unanswered.

• Initial Complaint

  01/02/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In July ************************************ two parts of my roof. After the install, I noticed about 10 screws protruding through the roof (about 2 inches each). I notified the representative that I had been in touch with and he informed me to send an email to the project manager. A crew was dispatched out 4 times since the initial call regarding protruding screws. Some holes were patch and the panels were moved. As of today, I still have a small leaks in my ceiling and approximately 20 little wholes from the relocation of the panesl. Some of the original holes are still leaking. Recently we had (Jan. 27, 29, 30) 3 entire days of rain and now my bamboo flooring is showing signs of rain damage from the leak along with my water destroyed natural wood ceiling. The last crew that came out to see damage informed me that a roofer has to be called to repair the holes. It has been 6 months since the panels were installed and they are not turned on (the city came out for a final inspection on Dec. 22, but had to cancel because a representative from the company wasn't present ) and I don't have my smart thermostat.

  

  Business response

  01/13/2022

  Hi ******,
  
  
  We sincerely apologize that our previous efforts to repair the holes in the roof weren't successful. The lags are associated with our solar installation, but the nails showing are a result of roof repairs outside of our workmanship, however we have secured a subcontractor with more experience with the roof repairs required at your home to address all of these items. After our contact again last week we were informed that Monday, 1/17 is the date that will work best for your schedule, and we look forward to remedying these items.
  
  
  As for the recent delay in completing the inspection, we understand the frustration as there was an unusually long wait time for the permits to be fully approved by the city.  Upon permit approval, it was unclear if our attempts to schedule and confirm the inspection appointment were received since we didn't hear back from the city so our technician wasn't assigned.  We have discovered another method of communication that we believe will improve our efforts going forward.  We show the inspection is now scheduled for 1/20 along with the smart thermostat installation, and all parties have confirmed.  
  
  
  We know the project started off well, and apologize for your experience in the final phase not being in line with our standards. Our intention is to provide a positive customer experience for all customers throughout the entire project as we have with thousands of other pleased customers.  We really appreciate you choosing Nerd to help you achieve energy independence, and will ensure we finalize the project as soon as possible to activate your system.  If you have any further questions or concerns please feel free to contact me. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩